Comprehensive Compliance & Risk Management for Modern Contact Centres
We help CX and technology leaders navigate the full spectrum of regulatory, security and governance requirements across APJ. Our solutions embed robust security and governance across your Amazon Connect environment – ensuring regulatory alignment, protecting customer data, supporting responsible AI and compliant, secure and trusted operations.
Managing the Full Range of Contact Centre Compliance Requirements
Data Security & Storage and Access Governance
All data is processed and stored within your required AWS region to meet data residency and sovereignty requirements. Includes automated redaction, encryption (AWS KMS) and strict retention controls. We implement flexible retention and deletion policies, controlled recording rules, real-time opt-out mechanisms and compliant approaches to handling sensitive PII data.
Regional Regulatory Alignment
We configure your Amazon Connect environment to meet diverse regional and sector-specific requirements. Reporting, access control and audit processes are tailored to ensure full compliance across the APJ market.
AI Governance & Risk Mitigation
As AI becomes central to CX, we ensure safe, compliant deployment. This includes hallucination mitigation using verified enterprise data sources, defined guardrails for model behaviour, transparent decision-making, and workflows that ensure humans remain in control of high-risk decisions.
Observability & Auditability
Every interaction is captured, logged and monitored using AWS-native tools. This provides complete audit trails for voice, chat and agent activity, enabling you to verify compliance, investigate events, and continuously improve operational performance.
Automated Escalation & Safety Controls
We build intelligent escalation rules using Contact Lens insights, such as sentiment, keyword detection or compliance triggers, to identify complaints, financial hardship, vulnerable customers or high-risk scenarios and route them directly to trained agents.
Access & Identity Governance
We enforce strong authentication and authorisation controls across Amazon Connect, including IAM best practices, SSO integration, least-privilege access and activity monitoring for privileged users.
Business Continuity & Resilience
We work with you to design operational continuity plans across availability zones, backup strategies, failover routing and disaster recovery workflows to ensure uninterrupted CX operations.
We specialise exclusively in AWS and Amazon Connect AI solutions.
Every solution is built using native AWS services, so you keep full ownership, flexibility and control with no lock-in, no proprietary layers. Your organisation retains the IP and can extend and evolve your AI capabilities as needs change.
